Tourism Case Study on Revamping Customer Service at Lux Resort

Executive Summary

Lux hotel with its humble beginning has grown to be a major player in the service industry. The management involved everybody in all sites by talking about their prospects and giving a chance to employees to come up with ideas thus giving them confidence and made them proactive and innovative. An increase in staff loyalty brought them to be one team. The report designed to turn around the ailing operation by revamping the customer service.

The challenge they have is not to get satisfied now that they are at the top but to keep the pace. Since business is customers, there is actual need to develop their skill especially the frontline. How the client should be handled matters a lot when it comes to service industry as you directly influence their preference and choice by how you handle them.


Revamping Customer Service at Lux Resort


Customers come in various kind. Some are dissatisfied others delighted. Some detached, others devoted. Similar characteristics such as interest, appearance, shopping behavior, and others can reflect in different customers. The real owners of the business are the customers because they are the ones who give you business. The current business environment is very competitive hence it is an increasingly vital factor in nurturing real loyalty of the customer in return the quality of your customer service. But still, it remains the case that is not monitored, measured or even manage the service quality of the contact center agents in many organizations, despite the fact that a business relationship can be broken down by a single interaction between the customer and them

For a successful business, quality customer service is a paramount element required. The market being driven by the consumer and competition becomes stiffer as days goes by. Critical deadlines become rife, and for that reason, one cannot think of business growth unless there is exceptional customer service.  In the laying foundation process of the firm, many organizations underestimate the usefulness of customers being satisfied. Many focus on the service quality, infrastructure of the organization but often overlook the fundamental fact that culminate in clients who have the ability to break or do the business. (Enz 2001, p. 38)

Customers complain does not always show that there is something wrong, or insight is not always indicated by harsh words. Be that as it may be, within the vitriol great feedback can get rid of. Credence should reflect every message that customers send. Many a time an opportunity can be gotten out of negative experience results from with the ability to assess and address customer complaints.

Communication, more than ever is more important in today’s high-tech, high-speed, high-stress world, yet many organizations seem to devote less and less time to listening to each other. Genuine listening helps solve problems, build relationships, resolve conflict, ensure understanding and improve accuracy (Amin, 2014, p.265).

Findings and Analysis

There are many types of customers which can change into many categories basing on their character. The disinterested don’t want whatever you are providing. That necessarily is not a bad thing. For a company to be successful, they should focus more on the customers who like whatever they are offering. Those enterprises that are not focused lurch at anyone. Don’t try to change clients who are not interested because you will be wasting your time and effort.

Customers can be detached because they lack loyalty despite you having worn them. You are to them as another supplier who can at times help them. They have no buy-in though they are reasonably happy. The result is that the customers always fight to attract new business. The companies that focus no customers always identify these customers and try hard to build on the new relationship they have created (Amin, 2014, p. 265).

Through the personal touch, the customer becomes delighted when you have gone beyond their expectation with them. Simply this may be by just providing things on time with a smile. What challenges is that delight can often time dissolve, even with your great effort intending to customers. All expectation might not come to actualization since they grow.

When a customer has high expectation and consistently gets a great experience, they are devoted. These clients tell others about you, and they always come back and spend more. Consistency is the key here. The resort needs to create a culture of customer service. Otherwise, you get the dissatisfied customers who result when you flub an excellent service you provided in the past, or maybe your product no longer is on par as contrasted with other companies they patronize. The urge is to deal with them when the disappointment emerges.  Questions are used to find out this kind of problem (Powel et al., 1999, p. 167).

Disaffected customers if not dealt with becomes aggrieved and spreads their experience on others, hence avoid making your customers become disgruntled kind. Always try to woo the disgruntled customers back.

When a client becomes dormant, he must have drifted off but was a good customer. These represent a great opportunity so try to create the dialogue with them, rather than the formulaic materials that are often sent to them of which they may ignore.  Though the dormant customer may be challenging, it is usually easier to lure them back than to start from scratch and gain a new client.

There are those customers that are unprofitable who drain energy as well as money. It is an important group to recognize. Try to make consuming customers profitable before trying to walk away from them. If there are things you are doing to, them that you don’t need to then you stop or raise prices.  You must have clear criteria to get rid of customers and don’t fear to fire them. You need to seek ideal customers consciously. Determine who they are and their needs and preferences, and how to can attract them. Understanding who these ideal customers are provides a framework for your marketing efforts.

There are many types of customers, and at all cost, you cannot afford to lose one. The reason is that the clients are the real owners of the company as they give you business. In as much as customers are great there are some who are bothersome or difficult to treat. Never lose your temper with your clients the insurance will speak ill of you when you’re wasting a customer. You need to deal with all customers differently and win them forever psychologically (Bennet, 1996, p. 23). The client who is always demanding is challenging and complains about everything. They always find defects in small details; they are never satisfied and believe they are always right. They don’t like to the contrary and what to do is to be patient and stay calm never falling into provocation or argument. Show a genuine interest in them by being attentive to their complaint and try to resolve them as soon as possible. Gracefully accept criticism and agree with them and try to meet their demands. Excellent customer service that expects what they expect is an effective way to deal with these.

Every business wants clients who are friendly, courteous and sympathetic but the risk is hey always can make us waste time when they get chatty. Dealing with the friendly client is by being kind and friendly with them, though trying always to keep some distance by not giving much confidence. Try to follow their conversations but if too prolonged interrupt politely. The client can be timid at times, and this depicts if they are shy, silent, in most cases, uncertain and indecisive. The frightened customer has trouble deciding on their purchase; hence we must give them time to choose the right product and not interrupting. For them provide concrete products and few alternatives, to facilitate their decision. The kind of customer is not confident in communicating what they want. Only ask questions to make them speak out what they want. Never take advantage but sell what they want to avoid losing them (Yuksel, 2003, p. 52). There are customers in a hurry termed as impatient who want to enter the business and leave as soon as possible. The kind of client needs prompt attention. Attempt to serve as quickly as possible.

There are others who are unsafe and unsure of themselves always nervous of the thought of failure or being wrong. These customers are hard to manage due to excessive control. They don’t trust strangers and developing relationships is hard for them. Creating a more confidence and reducing risks is a solution to establishing different critical stages of commitment, investing more time in face to face, an ever-increasing communication and regarding your involvement passing the security test (Yuksel, 2003, p. 60).

There are above techniques to analyze the effectiveness of customer service.  Today’s competitive environment demands a quality customer service is hence nurturing real customer loyalty. The organization needs to ensure that the contact center efficiently handles a client and leave the customer feeling satisfied.

A better idea of the experience of the client can picture out from the information in call recording in contact centers and social media interaction and customer emails in combination with customer satisfaction survey. Though a client’s personal experience may not always be captured and analyzed, they will insightfully allow the company to improve their service and target their product precisely to whatever their customers want, hence increasing loyalty and improving satisfaction (Amin, 2014, p. 250).

The contact center risks in ignoring the underlying commonalities by treating calls as one-off client issue. They actually can be able to identify the root-cause and possible prevention for the situation. What need to change is listening to the customer and monitoring interactions. Deal with all your client feedback channel by applying the same quality standards that are used as email and chat that for calls to text-based communications. Inquire from your customers of their view. Quality monitoring should be implemented to help agents improve skills. Identify skill gaps by evaluating interactions and provide own chances where their deficiencies are.

For lux resort to remain competitive, the organization can learn from their customer interactions. They should have monitor quality across multiple channels that lead to better decision making. Prioritize the monitoring, measuring, and management of performance and quality of service. The company will see improvement by adopting the view that quality control rather than being tactical is a strategic process hence the customer becomes the strongest champion. In the consumer-driven market, quality customer service is the vital element needed for a successful business. Day by day, the competition is becoming stiffer day by day and with competition being rife one cannot do the thing of business growth minus exceptional customer service.

By observing the importance of customer service, customer service that is of quality can benefit the company by taking measures to provide a positive experience for the client. Word of mouth marketing is the best way to promote the business. Discussions in the social network that lead to direct publicity result when customers receive satisfactory and quality service and hence increase the popularity of the organization. The shareholders when satisfied tend to invest more as a result of competent clients. Boost business growth by quality service which can help you expand the customer base. Excellent customer service is paramount in retention of customers and stand out of the crowd.

An integral part of quality customer service is encouraging consumers for comments and feedback. A critical learning experience to the business owners can be provided by the client’s service to keep up with the latest trend and understand the dynamics of the corporate world. Reduce the risk of business failures and losses considerably by understanding the mindset and expectation of consumers. The satisfaction if your investors and the business partner reflect if your customer is happy and the outcome is higher profit a strong client base can wear the trust of the investor and for every viable business opportunities make the most of it (Enz, 2001, p. 38). Reduce employee turnover with an increase in sales and higher profit that result in excellent salary package and additional bonuses.  Employees can comfortably work and with maximum capacity if there is a decreased pressure of meeting targets and financial stability.

There are many action guidelines to cover primary skills of customer service that should be in still in frontline providers. When customers complain, it is not always a sign that something went wrong. To assume that just because an individual is behaving wildly, it is a fallacy that the argument has no merit. It’s your job to seek his or her friction because complaints contain insight. Feedback tells you what you did wrong but not what you should do next. Complainers can be cranky or overly sensitive is a tempting dismissal but too often when that ends up dismissing accurate feedback.

Meaningful complaints must be recorded and organized. Product demand is always a result of feature requested. Free customers always ask free stuff. It is always wrong to follow the requirements of the client though it is always right to help them. The red flag is raised by the volume of particular complaints, though you’ll have to make a decision on what to do next carefully. The key is making it easy, hard to do leads to never being done. The team should have a meaningful way of making a note of significant complaints. (Enz, 2001, p. 39)

Always identify who you are talking to and inquire to get deeper to the heart of exactly what is wrong. Do not be passive and aggressive. Just say you are sorry even if the customer is unreasonable. Transfer quickly and give reasons as to why you did that. Never miss a moment to explain to the client the reason that it will benefit them in the long run.

Inadvertently swaying a customer by following up to deal with his bad mood has a fine line that needs supportive questioning.  Catching up to the queue gives you time for the most meaningful conversations as time is of the essence.  Never will a quick reply go out of style. Make responding to customers a priority. Always verify the resolution if that met his or her needs.

Treat customers with respect; never talk to them about corporate stuff because this is conservation. Take your customers complaints seriously. You need to learn to be dependable and look out for your team as they look out at you. While dealing with demanding customers remember that with the good comes the bad. There are things you cannot avoid for instance shipping issues that the third party does. At times, it can be a direct response to something you or someone in your company did. Let the client communicate their feelings as you listen to their viewpoint of the problem then immediately trying to solve the problem. Have genuine care toward the attitude of the customer. Offering an explanation and showing the willingness to help, customers tend to embrace your support instead of running away from your business. The nature of the business is that problems will occur and individuals will complain, and business will move forward (Powel et al, 1999, p. 160).

Communicating with a client on the phone is often a challenging task. The meaning can be misinterpreted or muddled by not seeing an individual’s face. A positive tone helps improve your telephone communication. While making a call, an enthusiastic, attentive and natural tone can help a customer feel comfortable. Productive conversation from one filled with tension can be separated by clear enunciation allowing you to understand what someone is saying. A telephone call should start with the greeting, and it should be sincere. Scripted greetings sound artificial and inauthentic hence should be avoided at all times just say hello and be genuine. Immediately you receive a customer’s name use it. Make the client satisfied and finish a conversation on the right note hence creating a constant positivity and a happy customer. When you finish a conversation with a positive side, it can transform what to a pleasant experience what might have started as an angry phone call.


The infographics below the beautiful world of clients teach us to identify characteristics and care and feeding instructions. Companies will begin to see the improvement of their customers by adopting the view that quality monitoring rather than being a tactical process is a strategic process. Effective communication results in better customer service and sales and yield better productive relationship. Empathize and be personable with the client when necessary whenever you are handling them over the phone always remember to remain active and do all that you can satisfy them. When being treated with courteousness, care, and consideration customers will certainly recognize and will translate to repeat business.


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